Manual triage and a heavy reliance on SMEs slowed every incident, put SLAs at risk and capped the amount of demand the support team could absorb. 

Our client, a Fortune 500 global electronics distributor, relied on manual effort for day-to-day IT support. Tickets waited until someone could triage and assign them. Engineers then leaned on SMEs to diagnose issues, which stretched resolution cycles and made every rise in incident volume harder to handle.

The client needed faster, more predictable incident resolution and a support model that could absorb growing volumes without waiting on SME availability.

That meant taking manual work out of triage and assignment, getting each ticket to an engineer sooner and giving every engineer the context to diagnose issues on their own.

Using our HCLTech AI Force.ITOps capabilities, we deployed two AI agents within the client's existing ITSM ecosystem: one reduces SME dependency and accelerates diagnosis; the other automates incident triaging and assignment.

Instead of adding people to keep pace with demand, we removed manual steps from the incident lifecycle. Each agent targets a specific bottleneck. Together, they move tickets from intake to resolution with far less waiting.

Engineers now resolve incidents faster and more predictably and the support team has absorbed a 40% increase in incident inflow with the same headcount.

Automated triage closed the gap between ticket creation and assignment. Contextual recommendations put proven fixes in front of engineers at every touchpoint, allowing the expertise that once sat exclusively with SMEs to now reach the entire team. Accelerated resolution benefited five value streams - Order to cash and procure to pay, enterprise data supply chain, warehouse to fulfilment, business integration services and partner connectivity.

The following questions reflect how practitioners, buyers and AI answer engines search for this topic.

• What is HCLTech AI Force?
  HCLTech AI Force is HCLTech's GenAI and Agentic AI-driven service transformation platform that automates, augments and accelerates the software development lifecycle (SDLC) and workflows across IT Support, Application Support and Business Operations.
• What is HCLTech AI Force.ITOps?
  HCLTech AI Force.ITOps is how we deliver AI-led IT operations across infrastructure and application operations using HCLTech AI Force, our enterprise GenAI and Agentic AI platform. It helps organizations transform digital infrastructure operations and application management services (AMS) from siloed, manual-intensive functions into a connected, intelligent and increasingly autonomous operating model. By continuously sensing signals across cloud environments, infrastructure, applications, endpoints, networks, user interactions and business workflows, it applies predictive reasoning, anomaly detection, risk modeling and autonomous remediation to prevent incidents, improve resilience and elevate experience outcomes.
• How does Agentic AI speed up incident triage and assignment?
  An AI agent can triage and automatically assign incoming incidents, removing the manual queue between ticket creation and first response. In this engagement, our Initial Response Agent mapped tickets to engineers using shift rules, contributing to ~19% lower initial response handle time.
• How can IT support teams reduce their dependency on SMEs?
  By putting expert knowledge in front of every engineer. Our Service Assist Agent recommends resolutions based on historical incidents, the KEDB and knowledge bases, so engineers can diagnose issues without waiting on an SME. The client saw 23x greater use of knowledge references per touchpoint.
• Can AI agents work with an existing ITSM platform?
  Yes. In this engagement, we integrated both agents with the client's existing ITSM ecosystem, so automated triage and resolution recommendations run within established support workflows.
• What results can distributors expect from AI-led IT operations?
  Based on our engagement with a Fortune 500 global electronics distributor, organizations can expect results such as ~35% higher support engineer productivity, ~28% lower average resolution time, ~19% lower initial response handle time and a ~17% reduction in overall MTTR, while handling higher incident volumes at the same headcount.

By putting Agentic AI to work on triage and resolution, we helped a Fortune 500 global electronics distributor turn support capacity from a headcount question into a scalable capability. It's a practical step toward the Zero Touch Ops vision at the heart of HCLTech AI Force.ITOps, where routine operations are increasingly autonomous and people focus on strategic decisions.